Digital transformation is changing the retail distribution model as many products can be delivered remotely at almost no cost to clients. Yet while most retail banking clients now use digital channels to interact with their banks, a personal touch - including a branch presence - should not be overlooked. According to Gonzalo Gortazar, chief executive officer of CaixaBank, around 80% of the bank's customers continue to visit branches. As such, CaixaBank, with more than 4000 branches across Spain, sees an advantage in supporting a widespread branch network.
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